At Chupi, the health and wellbeing of our incredible customers, team and wider community is and will always be our number one priority. We want to thank you all for your love and support during this challenging time, and share with you the precautions we are taking in response to the current situation with COVID-19.
Our incredible Care team are busy answering your questions regarding Covid-19 but for your convenience we have compiled a list of FAQs that will hopefully help. If you have any further questions that haven’t been addressed below, please contact us: firstname.lastname@example.org
What is your current returns policy?
In light of the effects the current situation is having on our store, studio and delivery services we are temporarily unable to take receipt of repairs, exchanges or returns.
All pieces purchased before our store was closed can avail of our 100 day returns policy. We will reinstate returns once our store and studio have returned to full operation. Please note that our returns policy is paused while our store is closed. These days will not be counted towards your 100 day window.
I want to return something but I notice your store is closed and I can’t see the form on your website, can I still return my piece?
We are unable to take receipt of any returns. We kindly ask you to defer requesting a return, exchange or repair until our store has reopened and current restrictions are lifted.
I have already submitted my return/ refund / repair – how long will it take for my return/ refund/ repair to be processed right now?
Unfortunately, we cannot give you a definite time frame.
If your item was received before current government restrictions implemented on the 27th of March we will endeavour to process your refund.
Due to restrictions on the postal services An Post is currently holding all undelivered post. We will continue processing orders and refunds on resumption of normal service.
If you have a query regarding a specific return please contact our care team on email@example.com
Are you still shipping if I order online?
Chupi.com remains open for orders. We have been advised by the Irish Government and Department of Business, Enterprise and Innovation that as long as we observe some stringent rules we can safely ship new orders.
As such, all orders online will continue to ship but may be affected by demand on national postal services like An Post (Ireland) and Royal Mail (United Kingdom). We would advise using DHL to ensure orders are received in a timely manner.
All solid gold orders are shipped via DHL free of charge.
Is it safe to receive parcels?
Our delivery services have issued a statement which outlines that they are still operating their signature service as normal however their couriers have been instructed that it is the choice of the receiver whether they wish to physically sign for their parcel when delivery is taking place. If they don’t wish to sign on the courier scanner as normal, the courier will confirm this with the person on site at the time of delivery and will enter their name against the delivery for our records. The couriers are sanitizing all scanners between delivery/collection drops.
They are also observing social distancing in the warehouses, and a general no contact policy.
I was supposed to collect my Chupi piece in the store, what happens now that it’s closed?
If you are/were due to collect a piece from our store, please email firstname.lastname@example.org and we will take note of your address and phone number.
Once we have received your details our store team will arrange shipping to your address.
Can I include and note and gift wrapping if it’s for a gift?
Absolutely! We know this is such a tough time not being able to see your loved ones. We would love to help in any way, so if this means including a handwritten note with your Chupi piece, please let us know in the comments section of your order and we will be happy to write a note from you.
Will this affect lead times on my piece?
Here at Chupi we are delighted to offer free worldwide shipping.Your piece will be beautifully presented in our luxurious Chupi jewellery box complete with hand-tied ribbon, held within our beautiful Chupi bag and surrounded in gold Chupi tissue paper. All Chupi jewellery will arrive lovingly gift wrapped. If you’d prefer minimal packaging, please choose this option at checkout.
Unfortunately due to restrictions on movement put in place on the 27th of March by the Irish government we are experiencing extended lead times on all mail services.
If you have a particular date in mind or any further queries please contact email@example.com.
Can I change the address my packages are delivered to after I have placed my order, as I’m no longer going to be in the city I was planning to be in?
If your piece has not been shipped yet, please email firstname.lastname@example.org with “ORDER ADDRESS CHANGE” in the subject line and we will do our best to redirect your piece to your new preferred address.
I put a deposit down on a piece in the store, can I still pick it up?
Please email email@example.com with your preferred address and phone number, once postal services are reinstated our care team will ship your item free of charge.